strategy and business

Three reasons Net Promoter Score is past its prime

The Net Promoter Score (NPS), which has long been used to measure the loyalty of a company’s customers, is under fire for becoming the false god of corporate America. In a searing article, the Wall Street Journal recently labeled NPS “a dubious metric” — one that is routinely cited by CEOs in earning calls and that somehow, magically, never declines.

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